JOB SUMMARY:

Customer Service Representative ensures program quality and compliance. CSR will focus on greeting patients, answering phone calls, scheduling appointments, managing patient records, verifying insurance information, checking patients in and out, collecting co-pays, and maintaining the cleanliness and organization of the reception area.

ESSENTIAL JOB FUNCTIONS:

• Answers and appropriately screens and routes telephone calls.
• Greets clients and informs clinician of client’s arrival.
• Collects client copays and distributes Metro Cards if applicable.
• Confirms/schedule client appointments for CCBHC, HPC, CFTSS.
• Schedules client’s next psychiatric/therapy appointment as per request.
• Pulls client charts for clinicians.
• Maintain chart room.
• Files, types, fax, and copies all necessary material for clinicians.
• Provides documents to requested parties.
• Verifies clinician’s daily billing encounter forms with schedule.
• Participate in team-based Clinic meetings
• Keep track of no shows and reach out to clients.
• Keep track of billable encounters.
• Assist with prior authorizations.
• Escort clients to telehealth offices in the Hub and ensure they connect with Providers.
• Enters clinician’s weekly schedule into the computer and on daily calendar.
• Completes work within authorized time to assure compliance with clinic standards.

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES:

• Committed to equity, diversity, inclusion and belonging, and active promotion of the ICL values and goals.
• Demonstrates knowledge of, and supports, clinic mission, vision, and value statements, standards, and the code of ethical behavior.
• Ability to work under stress.
• Ability to think clearly with interruptions.
• Ability to meet deadlines.
• Ability to process verbal information and input this information into computer system.
• Ability to prioritize, think logically, and follow procedures and complex instructions.
• Ability to master basic math skills
• Ability to effectively communicate and interact with clients; staff; colleagues; public; and other agencies and their staff.

QUALIFICATIONS AND EXPERIENCE:

Education: Successful completion of high school. Training and Experience: Must be able to type 35 wpm and operate a personal computer. Job Knowledge: Must have knowledge of Medicaid, Medicare, and third-party requirements. Superior written and verbal communication skills are a must.

Spanish Bilingual preferred.

Equal Opportunity Employer
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